Service Advisor, Contact Centre

At ATB, we exist to make it possible for our clients, team members and communities. Our purpose is more than aspirational. It's a real commitment we live every day through our values (what we call the ATB ID).

Life at ATB is about more than work. In fact, we’re consistently recognized as one of Canada's top employers thanks to our high-care, high-performance culture, upheld by the three commitments we make to our team members:

Impact in action: No matter where you are in the organization, you're empowered to make an impact in the lives of our clients and communities.

Thrive together: We want you-the unique, authentic you-to feel safe and celebrated at work. We're on a continuous journey to build the most flexible and inclusive programs.

Ready for tomorrow: We want to enable your success through interesting and challenging work, performance enablement, and learning and development.

About the Role

As ATB’s next Service Advisor within our Client Care Contact Centre, you will:

• Be a Trusted Supporter: Be passionate about supporting Albertans through back-to-back, inbound calls, providing advice on day-to-day banking and credit products.

• Engage with Care: Engage in caring conversations, ask open-ended questions, and actively listen with acknowledgement and empathy, getting to know the unique story of the person on the other end of the phone.

• Provide Exceptional Experiences: Go beyond the transaction to provide exceptional experiences for clients, always doing the right thing.

• Be a Problem-Solver: Be hungry to find innovative solutions for your clients' challenges.

• Demonstrate Flexibility: Adapt to various client needs and business demands, contributing to our team that provides financial services and guidance with a high degree of responsibility and professionalism.

Who You Are

You're a client-obsessed individual who thrives on making great things possible for your clients, team members, and Albertans. You are driven to perform, embrace diversity and inclusion, and are a champion of belonging. You are curious, adaptable, and a lifelong learner. You are accountable to your team and live the ATB IDs in everything you do.

What You Bring

• Customer Service Excellence: You have 1-2 years of proven success delivering exceptional customer service in a professional environment.

• Banking Acumen: You possess a basic understanding of Canadian banking and banking products, whether from managing your own finances or experience in a fast-paced, client-facing role using cash management, chequing/savings accounts, and online/mobile banking.

• Communication and Tech Savvy: You are an exceptional, clear communicator (verbal and written) with a strong technical aptitude to troubleshoot and navigate multiple systems seamlessly while assisting clients.

• Problem-Solving and Accountability: You are curious, fiercely accountable, a critical thinker, and a problem-solver who thrives on finding innovative solutions and performing efficiently in a fast-paced environment.

• Growth Mindset and Connection: You embody a growth mindset, are a lifelong learner, and are a natural connector who builds and nurtures relationships - call center, banking experience, or a finance/business background is an asset, but not required if you have the right mindset!

• Resiliency and Performing Under Pressure: You remain composed and effective in high-pressure situations, adapting to challenges and maintaining a positive outlook even when faced with demanding circumstances.

Additional Information

Compensation and Benefits:

• Salary: Full/Part-time roles with an annual salary range of $45,000 - $50,000

• Shift Premiums:

  • $2.25/hour for shifts between 8:00 pm and 11:00 pm

  • $1.50/hour for Saturday shifts

  • $2.25/hour for Sunday shifts

• Overtime: Opportunities for overtime shifts are available as business needs dictate
• Customizable Benefits: Comprehensive benefits package including Health Spending and Wellness accounts, banking benefits, and more.
• Vacation: 3 weeks of vacation plus additional floater days (pro-rated for part-time employment).
• Annual Bonus Program: Performance-based bonus program, influenced by individual contributions and ATB Financial's overall performance.
• Pension Plan: Access to an industry-leading pension plan.

Additional Job Details

• Location: This role requires you to work from our Calgary Client Care office three days a week, with the option to work remotely for two days. This arrangement is subject to change based on business needs.

• Role Expectations: Client Care operates 7 days a week, 363 days a year. Shifts are based on a weekly rotation, requiring flexibility to work between 6 am and 11 pm. The ability to work rotational shifts, evenings, weekends, and holidays is essential. The initial 11 weeks of training will be conducted in-person at our Calgary Client Care office location. Your full presence during the duration of your training is critical to your success in this role.

Don’t meet all the requirements on the list?

A resume only goes so far in expressing who you are and the unique perspectives you bring. If you believe your skills and experience align with the role-but you might not check all the boxes-we want to hear from you. We encourage candidates from all work backgrounds, equity-seeking communities and experience levels to apply. If you’re seeking a career where your drive, perspective and growth are celebrated, we want to hear from you.

We’re dedicated to building a workforce reflective of those within our communities, and a culture where our team members are equipped with what they need to succeed-their way. Part of creating an inclusive workplace is recognizing our role in advancing Truth and Reconciliation. We are committed to meeting and exceeding the standards set out in the Partnership Accreditation in Indigenous Relations program created by the Canadian Council for Aboriginal Business.

What happens next?

If you are shortlisted, you’ll hear from us after the posting closes. Check out our How We Hire page to learn more about our hiring process. If you need any accommodations throughout this process, please let us know at [email protected]

Stay in touch

We’re excited that you’re interested in a career with ATB. Follow us on LinkedIn, Facebook and Instagram to learn more about what our team is up to.